Service level agreement
Last updated1 July 2026
This document sets out the service levels we commit to for clients on managed hosting and support packages. Final details are confirmed in each client's contract.
Availability
We target monthly availability of no less than 99.9% for systems hosted with us, excluding scheduled maintenance windows announced in advance.
Ticket classification
Critical: full service outage. High: a core function down with no workaround. Medium: a defect affecting work where a workaround exists. Low: a question or an improvement request.
Target response time
Critical: within one hour. High: within 4 working hours. Medium: within one business day. Low: within 3 business days.
Backup and restore
Daily backups retained for at least 30 days, and a tested restore plan targeting recovery within 4 hours.
Scheduled maintenance
Carried out outside working hours with at least 48 hours' notice, and not counted against the availability calculation.
Exclusions
The commitment does not cover faults arising from client systems, third parties, unapproved changes, or force majeure.